[Hiring] Technical Account Manager @Primer.io

Role Description

• Payment performance & risk mitigation
  • Proactively monitor merchant integration and payment performance (authorisation rates, network tokenisation coverage, routing configuration) and flag risk before it becomes a problem.
  • Recommend and drive routing/NT/config changes, making the economic case (auth rate, cost) for why they matter.
• Integration debugging
  • Root-cause complex technical issues hands-on, failures, SDK conflicts, webhook gaps, using logs, traces and API behaviour.
  • Loop in Primer engineering only when genuinely needed, rather than as a first resort.
• Technical escalation ownership
  • Act as an escalated contact during incidents that affect key merchants and require support from someone who has context on their particular payment stack.
  • During and after incidents, be in touch with key merchants to deliver RCA’s, walk-through any impacts and offer recommendations to prevent future exposure.
• Enablement & solution design
  • Lead technical deep-dives and solution design sessions when a merchant adopts a new PSP connector, payment method, or unreleased Primer product as a design partner.
  • Manage the expectation gap through rollout and feed structured, usable feedback back to Product and Engineering.
• Proactive technical reviews
  • Run recurring technical integration reviews (e.g. quarterly) with each merchant's engineering/payments stakeholders, covering integration health, optimisation opportunities, and risk, independently of any commercial QBR run in-partnership with the AM.
• Regulatory & compliance navigation
  • Translate changes in card scheme rules or regional regulation (e.g. BNPL rules, PCI requirements) into a concrete technical plan for each affected merchant.

Qualifications

• Deep, hands-on technical ability: comfortable reading API logs and traces, debugging integration issues directly, and writing basic scripts/SQL to investigate an issue.
• Experience in a technical, merchant/customer-facing role: Technical Account Manager, Solutions Engineer, Support Engineer, Customer Success Manager (technical focused), Implementation Specialist, in payments, fintech, or e-commerce.
• Strong understanding of APIs, webhooks, and SDKs: the ability to explain technical flows clearly to both engineers and non-technical stakeholders.
• A proactive operating style: comfortable identifying and surfacing risk before being asked, not just responding to tickets.
• Confidence and credibility presenting technical material: comfortable presenting to senior technical stakeholders (VP Engineering, Head of Payments) at enterprise merchants.
• Comfortable owning ambiguity: coordinating across Primer's engineering, product, and support teams without heavy oversight.
• Direct experience with payments infrastructure: network tokenisation, PSP connectors/routing, or card scheme mechanics.
• Design-partner support experience: exposure to beta or early-access product rollouts across key merchants.

Requirements

• Not a renewals or commercial negotiation owner, that's the Account Manager.
• Not a support/ticket-routing role, the bar is proactive technical ownership, not reactive Q&A.

Benefits

• Fully remote and globally distributed; and have been since day one.
• Competitive share options.
• Flexible holiday, with 25 days minimum to be taken.
• Co-working space access across major cities.
• Workations & Company Retreat.
• The best equipment for your role.
• £500 towards your home office setup.
• Generous learning budget.
• Private Medical Insurance.
• A broad set of additional perks and benefits (depending on location).